ComplaintsforXscape Riverview 14 Theater
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Complaint Details
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Initial Complaint
07/24/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
We went to this theater today for a screening of ****** at 9:40am. We ordered food and proceeded to X2 theater. As we ascended the stairs to our seats we all noticed that it was becoming hotter and hotter. By the time we reached our seats, it was unbearably HOT. I went to speak with the manager ***** whom stated that the A/C was broken. (For how long? We have no idea) as he stated that OTHERS had the same complaints before. He said we could try seats in the LOWER section. We asked if the film could be restarted because by then it was well AFTER 10:00am. He said that he would contact the ** and left to call her(Whomever SHE was/is) because he stated that he could NOT give me her name, not info on HOW to reach corporate. My food was now cold since standing there trying to resolve the seating issue. Both my family as well as the other 6 people there with the same problem attempted to sit there. To NO AVAIL...because it was still EXTREMELY hot in there. We requested a refund. He does the refund, stated that we would not receive some tacked on fee because we had made the ticket purchase online. WHAT? Not only was our experience RUINED, but we can't receive a COMPLETE refund for something that we had NO FAULT in? WOwwwwwwwwww! And the staff wasn't helpful at all. No compensation was offered to us or the other patrons for our wasted time/discomfort, ect. It was just completely inconsiderate of them to do this to us. And when I asked if ***** could call the ** and let us speak directly to the person on the phone, he said he could not do that either. Now this was 10:30 am and we were still there trying to resolve the situation. Oh yeah, and the food I had puchased to consume during the movie that we could NOT watch could be refunded either (Per ****** therefore that was a wash as well. So anyone there paying for that experience was going to be ripped off unless they are okay with watching a film under sauna-like conditions. We were not those people.Business response
07/27/2023
To Whom It May ********************* will be refunding the guests online transactions fees as well as their concession purchases. They must allow 7 to 10 business days for this to go through since we are refunding from our corporate office directly through our Credit Card processor due to being a past dated transaction.
Please Note:
The checkout disclaimer under Terms and Conditions states All refunds will be minus the transaction fees.
The Terms and Conditions must be agreed to in order for the Guest to finalize their transaction.***** VH
General Manager
Customer response
07/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****************************************
I am trying to attach the receipts for my concessions as well as the fee for the online purchase, and it keeps saying that my pictures are too large. What else do you need for me to make this happen?
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.